Enterprise Customer Success Manager, Semperis

• 5+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company
• Aptitude and drive to develop and maintain an essential understanding of Semperis solutions and related Microsoft technologies including Active Directory and Entra
• Years of experience working with C-level Executives that includes meetings, high-level presentations, and collaborative discussions
• Ability to understand and explain technical cybersecurity data
• Excellent communication and project management skills
• Proactive; ability to build and maintain strong relationships with customers, anticipate customer needs and have solutions ready when they are
• Intellectually curious; driven to expand the cybersecurity domain and professional expertise
• Responsive and adaptive to changing situations
• Genuine desire to work with customers

Desirable

• Semperis is looking for a passionate and results-driven Enterprise Customer Success Manager, USA based in the Eastern or Central Time Zone to join our team
• As a Customer Success Manager at Semperis, you will ensure your customers' success and satisfaction with our products and support them every step of the way
• You will be an essential member of our Customer Success team, collaborating closely with cross-functional teams including Technical Delivery and Sales teams to maximize opportunities for our Enterprise Business customers and Semperis
• Our Customer Success Managers are strategic and empathetic communicators who can convey complex concepts in a clear and concise manner
• Our CSM will build and nurture long-lasting relationships across multiple client accounts
• Our CSM’s strengths include the ability to identify gaps in the product and internal operations and build effective and scalable solutions to address them
• Our CSM will also onboard new customers, ensuring a smooth and successful implementation of our solutions
• Design a success plan for a Book of Business of strategic customers throughout their lifecycle. From onboarding and implementation through upsell, cross-sell, and renewal, you will guide your customer down the path of success every step of the way to reach their business objectives and operational goals
• You will be empowered to achieve and report on customer health, satisfaction, retention, and growth targets
• Act as the voice of the customer, gather insights to provide feedback to internal teams including our Product Development team. Collaborate on new developments to ensure the product suits our client’s needs
• Lead training sessions to ensure that the product is meeting user needs and is being used widely enough to have concrete impact on our customers' operations
• Monitor recordkeeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc
• Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)
• Identify potential customer references and assist with development of customer case studies
• Gain and maintain an understanding of Semperis technology, products, and services
• In addition to managing an assigned customer segment, assist with development and enhancement of processes and systems for the overall Semperis CS program